Manager, Technical Services Frontline

Location: Windsor, UK
Type of Work: Office

Role Overview
The Technical Services Frontline Manager leads the frontline team, ensuring exceptional customer service and adherence to service level agreements (SLAs). In addition to managing Tier 1 operations, this role coordinates with other teams to deliver new technologies, process improvements, and system implementations.

Key Responsibilities

• Leadership & Team Development
  • Lead, coach, and mentor Tier 1 staff, providing guidance, training, and assignments that prepare them for more advanced IT roles
  • Create structured development plans and career pathways for Tier 1 employees, enabling skill advancement and creating opportunities for advancement
  • Build team resilience by promoting a collaborative and supportive environment where employees feel valued, heard, and motivated to grow
• Operational Oversight
  • Oversee daily service de...